Then came the shocking photo. US Airways tweeted at her again at 2:48 p.m. today, writing, “We don’t like to hear this, Alex. Please provide feedback to our customer relations team here:” and provided a link to the pornographic image instead of the customer relations team info.

The same pornographic image was actually tweeted at American Airlines at 1:59 today by someone on Twitter who goes by the handle @ARTxDEALER. It’s a mystery why US Airways tweeted that same photo to a customer, but there is speculation online that a US Airways customer service worker spotted the tweet, copied it to share with a friend, and then accidentally sent the copied link to a customer. Another theory is the airline’s account was hacked.